Global Tech Support Scam

Research

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Study overview Where
2021 Countries 2018
Why Australia included
• The goal of this research was to understand the incidence and Brazil included
consequences of four types of technology scams. Measure the monetary,
productivity and psychological impacts to consumers across multiple Canada included
geographic and demographic groups Colombia NEW

Finland NEW
Who France Included
• Web based survey of 16,254 adult (18+) internet users in 16 countries Germany Included
worldwide (~1,000 per country). Sample within each country weighted to
align with internet user population on age, gender, and region. India Included

Japan Included

Mexico
What Included

Netherlands NEW
• Online survey (optimized for PC or mobile)
• Average survey length = 10 minutes Singapore Included

Spain NEW

Switzerland included
When United Kingdom included
• May 6-17, 2021
United States included

Four markets from 2018 survey (China, Denmark, South

Africa, New Zealand) were not included in 2021)

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
The state of tech support scams in 2021
• Continuing the trend from 2018, fewer consumers were exposed to scams: Globally the number of interactions reported fell
by 5-points to 59%, largely driven by a reduction in scams involving pop-up ads or windows (37% vs. 45% in 2018) and redirects
to websites (30% vs. 37%).

• However, those exposed were more likely to have lost money: Despite a subsequent reduction in consumers continuing with
a scam (16% vs. 19%), the number of people directly losing money increased slightly from 6% to 7% in 2021. On a positive note,
more of those who lost money were able to recover some, and fewer people spent spent time or money on checking and
repairing a computer.
• Sensitive financial information continues to be at risk: While scammers most commonly asked consumers to download
software or go to a website (with 30% reporting computer problems), the proportion of consumers asked for their SSN increased
since 2018, and 16% were asked to their banking website. Not surprising, there was an increase in the number of consumers
reporting fraudulent use of credit/debit or store cards or fraudulent use of online stores, accounting for the increase in money lost.

• Consumers are more wary of scam risk: Consumers have grown more sceptical of unsolicited contact, with 79% thinking it
unlikely that a reputable company would contact them in this way (+5 since 2018), and 86% unlikely to trust it (+3).

• Younger consumers and males continue to be most at risk: As in 2018, it is Gen Z, Millennials, and Males who were hardest
hit and most likely to have lost money; likely due to younger generations being more ‘online’ and engaging in more risky activities.
Interestingly, confidence in computer usage and the internet has decreased across all ages, opening up potential for further
education.

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Tech support scam landscape 2021

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Anatomy of tech support scams
Scam exposure had costs beyond the initial loss of money
(+/- vs. 2018)

59% (-5) 41% (+5)

Exposed to Scam No Interaction

Around half of
those
continuing
incurred a direct
economic cost
16% (-3) 42% (-2)
Continued Ignored scam

7% (+1) 2% (-2) 3% (-3) 5% (-)

Spent money on checking & Invested time
Lost money to scam Nothing happened
repairing checking & repairing

Those who avoided direct scam

losses spend time and money on
repairs or to ensure their devices
were not compromised

Base: Total Note: Boxes may not sum to 100% due to rounding.
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced more than one interaction of each type, think of the most recent one you can recall.
Q8. As a result of this most recent interaction, have you lost any money? If so, how much?
Q12. To date, how much money, if any, has it cost you to fix or investigate further as to whether your computer had been compromised after this interaction
Q12A. To date, how much time has it taken to fix or investigate further as to whether your computer had been compromised after this most recent interaction?
 Fewer scam interactions were reported in 2021, with a drop in pop-up
ads or windows and redirects to websites fuelling the decline
Any scam interaction Type of scam interaction

45%

37% 37% 37%

59% ↓ 34%
64%
30%
27%
25%

36% 41%

2018 2021 Unsolicited call Pop-up ad or Unsolicited email Redirect to

window website
No scam interaction Scam interaction 2018 2021

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
 As in 2018, consumers were most likely to continue with telephone calls
and website redirects
Actions taken (+/- vs. 2018)
Base: Those who experienced each interaction

Ignored interaction completely Initially continued, but did not take further action Continued with recommended action

12% (-1) 10% (-1) 10% (-1) 11% (-1)

12% (-2) 12% (-3)

16% (-2) 17% (+1)

77% (+2) 78% (+4)

72% (+3) 72% (-)

Unsolicted telephone call Pop-up window or ad Unsolicted email Website redirect

Base: Total who experienced each type of scam

Q2. For each of the interactions you experienced, please indicate which actions you took. Select the best fit for each. If you experienced more than one interaction of each type, think of the most recent one you can recall. Ignored
 Fewer scams also meant fewer people continued with an interaction

Actions taken after scam interaction

} Around one-in-six No scam interaction

Ignored scam interaction
consumers (16%) were Continued - didn't lose money
tricked into continuing with a Continued - lost money
potentially fraudulent 6% 7%
20% continued 16% continued
activity, slightly down on 14% 9%
2018 (20%)

} A slightly higher proportion 44%

42%

went on to lose money in

the interaction (7% vs. 6%)

41%
36%

2018 2021

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced more than one interaction of each type, think of the most recent one you can recall.
 Although a higher proportion lost money through a scam interaction,
more were able to recover any of it
Lost money Method of payment Recovered any money
Base: Those who continued with any scam Base: Those who lost any money Base: Those who lost any money

2018 2021
Yes No Don't know Yes No Don't know
66% 48%
Credit card
34% 77%
52% Paypal
40% 67%
33%
43%
Bank transfer*
32%
31%
Gift card
22%
27%
30%
Bitcoin
16%
17% 18%

3% 4% Western Union
14%
14% 5%
2%
2018 2021 Other
7%
5% 2018 2021
*New option in 2021

Q8. As a result of this most recent interaction, have you lost any money? If so, how much?
Q9. How did you make the payment(s) for any money you lost as a result of this most recent interaction? Select all that apply.
Q10. How much, if any, of this money have you managed to recover to date?
 At the global level, tech support scams were less prevalent
Impact of tech support scams by country (+/- vs. 2018)

Continued - lost money Continued - didn't lose Ignored No interaction

35% 35% 33% 32% 31% 30%

41% 40% 38% 37% 35% (+1) (-3)
47% 46% (+3) (+9) (-) (+3)
(+5) 53% 48% (+3) (-4)
50% (+9) (+7)
(+7)
71%
(+7) 21%
(-9)
40%
42% 49% 49% (-2)
49% (-4) 17%
42% 49% 45% 52% (-) (-3)
42% 52% (-1) (-9)
(-1) 44% (+5)
38% 38% 41% (-3) (+6)
(+3)
(-3)
24% 14% 22%
10% 31%
(-5) 10% (-6) 8% (-4) (+3)
9% (-4) 12% (-2) (+18)
9% 5% 7% (-4) 7% (-4) 9% (-2) 8% (-5) 10%
1% (-3) 6% (-4) 6% (-6) 9% (+1) 9% (+3)
7% (+1) 3% (+1) 4% (-1) 3% 6% 4% (-6) 5% (+1) 1% (-5) 5% (+1) 6% 6% 6% (+3) (+4) 7% (+2)

*New in 2021

Base: Total Note: Country percentages may not add to 100% due to rounding
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present). Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced
more than one interaction of each type, think of the most recent one you can recall. Q8. As a result of this most recent interaction, have you lost any money? If so, how much?
 Globally the number of people losing money remained consistent
India recorded the biggest increase, with almost a third losing money through a tech support scam

Percent who continued and lost money

31%

14%
10% 10%
8%9% 9% 7%
6%7% 6% 6% 5% 6% 6% 6% 6% 6%
4%5% 4%5% 5%4% 4%
3% 3% 3%
2% 1%

2018 2021 *New in 2021

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present). Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced
more than one interaction of each type, think of the most recent one you can recall. Q8. As a result of this most recent interaction, have you lost any money? If so, how much?
 Losing money tends to correlate with trust in unsolicited contact, where
consumers are more trusting, more lose money
Percent who continued and lost money / Likelihood to trust unsolicited contact
47%
Increase of 15 points in
likelihood to trust tallies with
significant increase in money
lost
31% Decrease of 10 points in
likelihood to trust tallies with
significant decrease in
23% money lost in UK and CH
18% 19%
14% 13% 13%
12% 10%
10% 9% 9% 10% 10% 9% 9%
7% 7% 8% 7%
6% 6% 6% 6% 6%
5% 5% 4% 4% 3% 3%
1%3%

Continued and lost money Very/Somewhat likely to trust unsolicted contact

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present). Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced
more than one interaction of each type, think of the most recent one you can recall. Q8. As a result of this most recent interaction, have you lost any money? If so, how much? Q14. In the future, if you were to receive an unsolicited call,
pop up, text message, advertising or email from someone claiming to be from a reputable company offering you help, how likely would you be to trust this resource?
 Those who lost money engaged more in risky activities and displayed
(over) confidence in their computer literacy
Online Activities (% always/often) Computer literacy
All Continued, lost money Beginner (1-3) Intermediate (4-6)
Potentially risky activities Advanced (7-8) Expert (9-10)
Use torrent sites 10%
38%
14%
Download movies, tv, music, video 19% 23%
44%
Share email address in exchange 22%
for content 43%
42%
Buy products online 34%
45% 41%

Use social media 62%

57%

Change passwords 26%

42% 38%
30%
Download the latest software 43%
updates 45%
Access my bank/credit card 50% 6% 5%
accounts 49%
Continued, lost money All

Base: Total
Q21a. Please check how often you do the following activities when you are online?
Q21b. Which best describes your experience with computers and how to use the Internet?
 Downloading software and going to a specific website continue to be
the most common requests, though to a lesser degree than in 2018
Actions asked to do
Base: Those who continued with any scam

2018 2021
They asked you to download some software 43%
30%

They asked you to go to a specific website 34%

29%

They tried to sell something to you 31%

27%
They ran a security scan on your computer which showed a virus infection 27%
or some other problem 24%

They asked to have remote access of your computer 24%

22%

They asked for your credit card information or other form of payment 23%
22%

They asked you to type something on your computer 22%

20%

They downloaded software onto your computer for you 22%

18%

They asked for your social security number 13%

17%

They asked you to go to your banking website* 16%

None of these 4%
6%

Don't know 2%
2%
*New option in 2021
Base: Total who continued with any interaction
Q5. Did any of the following occur during this most recent interaction, and/or as a direct result of it? Please select all that apply.
 Consumers continued to fall for the most common requests

What happened during the interaction

Base: Those who continued with any scam

2018 2021

You went to a website, as requested by the caller 26%

22%

New software was downloaded onto your computer 30%

21%
You purchased what you believed to be authentic software or an anti-virus 15%
solution 17%

The company gained access to your personal information like date of birth or 15%
social security number 17%

The company gained remote access to your computer 19%

15%

The company obtained your credit card information 14%

13%

The company gained access to your online banking*

13%

You purchased cryptocurrency (such as Bitcoin) to pay the company*

12%

*New options in 2021

Base: Total who continued with any interaction
Q6. And which of the following happened during this most recent interaction and/or as a direct result of it? Please select all that apply.
 Tallying with an increase in money being lost, victims were more likely
to experience fraudulent use of cards or fraudulent shopping
What happened during the interaction
Base: Those who continued with any scam

2018 2021

40%

30%
26%25%
23%
21%
18% 19%
18% 17%
14% 15% 14%14%

5%
3% 3%
2%

Computer Computer Fraudulent use Fraudulent Identity fraud Money was Other None of these Don't know
problems passwords were of your credit / shopping on taken out of your
compromised debit / store your regular bank account
cards online stores by
someone else

Base: Total who continued with any interaction

Q7. After this most recent interaction which, if any, of the following problems did you experience that you think relates directly to it? Please select all that apply.
 And as a result, more contacted their card provider after the interaction
Actions taken after interaction
Base: Those who continued with any scam

Block the company so they cannot contact you in the future 28%
31%

Look up the issue on the Internet 32%

25%

Seek help from a computer savvy friend or relative 21%

21%

Seek help from a computer specialist 21%

18%

Contact your bank 18%

18%

Contact your credit / debit / store card company 14% 2018

17%
15% 2021
Contact the software/computer company
14%

Call the police 10%

12%

Take your computer back to the place you bought it 9%

12%

Other 4%
3%

None of these 14%

15%

Base: Total who continued with any interaction

Q11. After this most recent interaction, which of the following actions did you take? Please select all that apply.
 Victims spent time and money on checking and repairing their
computers after a scam interaction

Stress caused by scam (+/- vs. 2018) Time to fix/investigate (+/- vs. 2018) Cost to fix/investigate (+/- vs. 2018)
Base: Those who continued with any scam Base: Those who continued with a computer related scam Base: Those who continued with a computer related scam

No stress Mild stress No time < Few hours Yes No Don't know
Week or less > Week
Moderate stress Severe stress Unable to repair
3% (+1) 51% 51%
5% (+2)
28% (-5) 45% 45%

38% (-1)

41% (-3)

29% (-3)

22%
(+5)
24% (-) 4% 5%
8% (+4)

2018 2021

Q12. To date, how much money, if any, has it cost you to fix or investigate further as to whether your computer had been compromised after this interaction?
Q12a. To date, how much time has it taken to fix or investigate further as to whether your computer had been compromised after this most recent interaction?
Q13. Thinking back across the interaction, how much stress did you suffer? If you had multiple interactions, think how you felt about the most stressful one. The most stressful interaction caused me…
 Consumers are increasingly likely to distrust unsolicited contact and
take action to protect themselves

Likelihood of future trust Actions in response to hypothetical contact

Base: Total Base: Those who did not experience any scams/continue with any interaction

Very/somewhat likely Very/somewhat unlikely Block the company so they cannot contact 38%
you in the future 43%

Look up the issue on the Internet 34%

32%
Report it to the reputable company whose
name/product was cited during the contact* 27%

Contact your bank 12%

16%
83% 86%
Seek help from a computer savvy friend or 17% 2018
relative 14%
Contact your credit / debit / store card 2021
10%
company 14%

Seek help from a computer specialist 13%

12%

Call the police 9%

17% 11%
14%
Take your computer back to the place you 3%
2018 2021 bought it 3%

None of these 24%

17%
*New option in 2021
Q14. In the future, if you were to receive an unsolicited call, pop up, text message, advertising or email from someone claiming to be from a reputable company offering you help, how likely would you be to trust this resource?
Q16. In the future, if you received this type of unsolicited contact, which of the following would you do? Please select all that apply.
 Consumers fail to recognize the importance of making contact with the
company to verify authenticity

Verification of communication
2018 2021

55%
51% 52% 50%
47%
42% 43% 42%
38% 38%
34%

26% 26%

10% 9%

The company doesThe company does I initiated the The email/website The company does The incoming The company The caller is polite
NOT ask for any of NOT request or contact with the does not include not try to initiate telephone number gives a physical
my personal demand payment company misspellings/uses remote access to is clearly address
information proper grammar my computer* identifiable

*New option in 2021

Q20. In the future, if you were to receive a similar communication that appeared to be from a reputable company, how would you verify it was an authentic, legitimate communication? Please select all that apply.
 Respondents were unlikely to trust companies and lost trust following
scam interactions
Trust in companies Trust lost post fraud Likelihood of company contact
Base: Those who continued with any scam Base: Those who continued with any scam Base: Total

2018 2021 Lost all trust Lost a lot of trust Very likely Somewhat likely
Lost a little trust Did not lose any trust Somewhat unlikely Very unlikely
52%
50%
11% 13%

47% 52%
Distrust 31%
34%
30%
28%
22%
18% 28%
42% 39% 27%

19%
16%
15% 14%
7% 5%
Trust a lot/ Distrust a little Distrust a lot/
a little no trust at all 2018 2021 2018 2021

Q13b. How much do you trust reputable software and technology companies not to sell you unnecessary support or repair services to fix new problems that are discovered on your computer?
Q13c. Thinking back across the interaction(s) you’ve had, have they caused you to lose trust in reputable software and technology companies to protect you from these types of interactions?
Q15. How likely do you think it is that a reputable company would contact customers in the ways we’ve been asking about, without first being contacted by the customer?
 Perception of responsibility continues to shift away from the company
scammers claim to represent and towards consumer protection agencies
Greatest responsibility to protect consumers
2018 2021

23%
20% 20%
18%
15%
13% 14% 13% 13% 12% 13%
11%
8% 7%

Consumer protection Government Government Reputable companies Law enforcement in Law enforcement in None of these
agencies regulators in your regulators in the the scammers claim the country from your country
country country from which to represent which the scam
the scam originates originates

Base: Total
Q18. In your opinion, which one has the GREATEST responsibility to protect consumers?
 Consumer protection agencies and government regulators are seen to
have the biggest responsibility to protect consumers
Responsibility to protect consumers (+/- vs. 2018)

Has the
23% (+3) 20% (+1) 14% (+1) 13% (-3) 12% (-) 11% (-2)
GREATEST responsibility:

Great deal/fair amount 57% (-6) 64% (-6)

70% (-1) 70% (-1) 72% (-1) 68% (-5)

Just some
22% (+2)
19% (-) 18% (+2) 22% (+4)
19% (+1) 17% (-)
Very little/none 21% (+4)
12% (+1) 11% (-) 11% (-) 14% (+2) 14% (+2)
Consumer protection Government regulators in Government regulators in Reputable company the Law enforcement in the Law enforcement in your
agencies your country the country from which the scammers claim to country from which the country
scam originates represent scam originates

Base: Total
Q17. For each of the following organizations, please indicate how much responsibility you believe they should have for protecting consumers from this type of scam or intrusion?
Q18. In your opinion, which one has the GREATEST responsibility to protect consumers?
 2021 sees more consumers turning to websites of membership
organizations for information on tech support scams
Sources used for tech support
Search engines 46%
43%

Company websites 31%

33%

Online forums/blogs 27%

25%

Social networking sites 22%

23%

Websites of membership organizations 14%

19%
2018
Local news (TV/radio) 18%
19% 2021

Computer or electronics-focused magazine/newspaper 14%

16%

Email 16%
16%

Traditional magazine/newspaper 9%
10%

Webcasts 6%
6%

Base: Total
Q19. Which, if any, of the sources below would you use for information related to technical support scams like the ones we’ve been discussing? Please select all that apply.
 As in 2018, Gen Z, Millennials and Males were most likely to experience
a scam interaction, though to a lesser degree than in 2018
Type of interaction by generation and gender
Unsolicited telephone call Pop-up window or ad Unsolicited email Redirect to website

46%
42% 42%
39% 38% 39%
35% 35% 35% 35%
31% 31% 32%
29% 30%
28% 27% 28%
25% 25% 25%
24%
22% 22%

18-23: Gen Z 24-37: Millennial 38-53: Gen X 54+: Boomer Male Female

Any scam
67% (-3) 64% (-4) 56% (-5) 53% (-5) 64% (-4) 53% (-6)
(+/- vs. 2018)

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
 More specifically, Gen Z and Millennial Males experienced more scam
interactions
Type of interaction by generation and gender
Unsolicited telephone call Pop-up window or ad Unsolicited email Redirect to website
47% 47%
46%
42% 41%41%
41% 40%
37% 37% 37%
33% 34% 33% 33%
30% 29% 30% 30%30% 29%
28% 28%
26% 25% 26%
22% 22% 23%
21%
20%
18%

18-23: Gen Z and 18-23: Gen Z and 24-37: Millennial 24-37: Millennial 38-53: Gen X and 38-53: Gen X and 54+: Boomer and 54+: Boomer and
Male Female and Male and Female Male Female Male Female

Any scam
68% (-5) 65% (-1) 69% (-4) 58% (-5) 63% (-4) 50% (-5) 59% (-3) 47% (-7)
(+/- vs. 2018)

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
 Despite fewer interactions, younger generations and males were more
likely to continue and lose money in their interaction
Impact of tech scam by age and gender
Continued - lost money Continued - didn’t lose money Ignored No interaction
47% 47%
44% 44% 44% 45%
41% 42%
40%
36% 36%
33%

11% 12% 12%

11% 10% 10%
9% 9%
7%
6%
4%
2%
+2 -5 - +3 +2 -6 - +4 +1 -3 -3 +5 - -3 -2 +5 +2 -4 -2 +4 - -4 -1 +6 vs. 2018

18-23: Gen Z 24-37: Millennial 38-53: Gen X 54+: Boomer Male Female

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced more than one interaction of each type, think of the most recent one you can recall.
 Again, Gen Z and Millennial males were most susceptible to losing
money
Impact of tech scam by age and gender (+/- vs. 2018)
Continued - lost money Continued - didn’t lose money Ignored No interaction

32% (+5) 35% (+1) 31% (+4)

42% (+5) 37% (+4) 41% (+3)
50% (+5) 53% (+7)

42% (-) 41% (-2)

46% (-) 45% (-4)
40% (+2)
49% (-1)
39% (-2)
38% (-3)
12% (-7) 11% (-5)
12% (-3) 10% (-6) 10% (-3)
13% (+1) 16% (+3) 8% (-3) 8% (-3)
8% (+2) 7% (-) 9% (+3) 7% (-3)
3% (-) 2% (+1) 1% (-1)
18-23: Gen Z + 18-23: Gen Z + 24-37: Millennial + 24-37: Millennial + 38-53: Gen X + 38-53: Gen X + 54+: Boomer + 54+: Boomer +
Male Female Male Female Male Female Male Female

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced more than one interaction of each type, think of the most recent one you can recall.
 Gen Z & Millennials continue to engage more in activities associated
with scams
Online Activities (% always/often)
Gen Z Millennial Gen X Boomer

76%
69%
61%
53%51% Potentially risky activities
49% 50%
43%43%43%41% 44%
41%
35% 36%
32% 30%
28%28% 26% 26% 28%
24% 25%
21%
17% 16%15%
13%
8% 9%
4%

Download the Change Use social media Access my bank Buy products Download movies, Share my email in Use torrent sites
latest software passwords and/or credit card online tv, music, other exchange for
updates accounts video content

Base: Total
Q21a. Please check how often you do the following activities when you are online?
Appendix
 Pop-up windows and website redirects had the biggest decline across
markets. India and Singapore saw large increases in phone scams
Tech support scam incidence by market
Pop-up Pop-up Unsolicited Unsolicited Unsolicited Unsolicited Redirect to a Redirect to a
window or ad window or ad telephone call telephone call email email website website
2021 +/- vs 2018 2021 +/- vs 2018 2021 +/- vs 2018 2021 +/- vs 2018
Brazil 53% 2% 16% 0% 37% -6% 43% -1%
India 51% -5% 31% 8% 42% -3% 48% -1%
Mexico 49% -11% 19% 1% 34% -8% 40% -13%
Colombia* 46% NA 16% NA 32% NA 37% NA
Spain* 45% NA 20% NA 39% NA 33% NA
United States 43% -7% 37% -3% 41% 4% 35% -6%
Singapore 43% -1% 34% 15% 36% 2% 34% -3%
Canada 42% -7% 36% -1% 41% 2% 34% -6%
Australia 39% -4% 46% 2% 41% 1% 34% -2%
Global 37% -9% 25% -2% 34% -2% 30% -7%
France 35% -11% 15% -2% 35% 1% 27% -8%
Switzerland 34% -9% 21% -5% 26% -11% 29% -7%
United Kingdom 25% -12% 40% 1% 35% -1% 19% -13%
Germany 23% -13% 22% 5% 30% -5% 19% -8%
Netherlands* 21% NA 24% NA 34% NA 15% NA
Finland* 21% NA 25% NA 31% NA 16% NA
Japan 18% -12% 5% -2% 16% -2% 15% -5%

*New markets in 2021

Base: Total
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present).
 In general, most markets either had fewer interactions, or were able to
ignore more
Impact of tech support scam by market
Continued, didn't Continued, didn’t Continued and Continued and
No interaction No interaction Ignored Ignored
lose money lose money lost money lost money
2021 +/- vs. 2018 2021 +/- vs. 2018
2021 +/- vs. 2018 2021 +/- vs. 2018
India 31% 1% 21% -9% 17% -9% 31% 18%
United States 33% 0% 49% 0% 8% -4% 10% 4%
Mexico 35% 9% 42% -4% 14% -6% 9% 1%
Australia 32% 3% 49% -3% 10% -2% 9% 3%
Brazil 30% -3% 40% -2% 22% 3% 7% 2%
Global 41% 5% 42% -1% 9% -4% 7% 1%
Canada 35% 3% 49% -1% 10% -5% 6% 3%
Colombia* 37% NA 45% NA 12% NA 6% NA
Spain* 35% NA 52% NA 8% NA 6% NA
Netherlands* 48% NA 41% NA 5% NA 6% NA
Singapore 38% -4% 49% 5% 9% -2% 5% 1%
France 46% 7% 42% -3% 7% -4% 5% 1%
Germany 53% 7% 38% -3% 6% -4% 4% -1%
Switzerland 47% 9% 44% 3% 6% -6% 4% -6%
Japan 71% 7% 24% -5% 1% -3% 3% 1%
Finland* 50% NA 38% NA 9% NA 3% NA
United Kingdom 40% 3% 52% 6% 7% -4% 1% -5%
* New markets in 2021 Base: Total Note: Country percentages may not add to 100% due to rounding
Q1a. Please indicate whether you have experienced any of the following in the last year or so (January 2020 to present). Q2. For each of the interactions you experienced, please indicate which actions you took. If you experienced
more than one interaction of each type, think of the most recent one you can recall. Q8. As a result of this most recent interaction, have you lost any money? If so, how much?
 Respondents continue to rely on the Internet for advice
Those in South America are more likely to seek expert help from friends or computer specialists
Hypothetical future actions taken
Base: Those who did not experience any interactions/ did not continue with any interaction
ALL AU BR CA CO FI FR DE IN JP MX NL SG ES CH UK US

Block the company so they cannot contact you

43% 49% 39% 44% 37% 39% 50% 46% 40% 26% 41% 44% 44% 45% 54% 47% 42%
in the future

Look up the issue on the Internet 32% 29% 29% 25% 30% 25% 28% 40% 32% 44% 29% 29% 33% 33% 32% 35% 30%

Report it to the reputable company whose

27% 29% 29% 27% 33% 24% 21% 32% 37% 11% 22% 33% 33% 20% 30% 30% 28%
name/product was cited during the contact

Contact your bank 16% 13% 17% 16% 26% 12% 15% 13% 15% 7% 22% 30% 19% 18% 15% 12% 11%

Seek help from a computer savvy friend or

14% 11% 24% 9% 24% 15% 16% 13% 22% 12% 18% 13% 12% 15% 16% 7% 10%
relative
Contact your credit / debit / store card
14% 9% 19% 17% 26% 13% 7% 7% 9% 12% 23% 21% 14% 11% 13% 9% 12%
company

Seek help from a computer specialist 12% 7% 33% 7% 33% 9% 11% 6% 23% 5% 24% 6% 9% 17% 11% 2% 7%

Call the police 11% 5% 9% 9% 14% 12% 6% 26% 17% 14% 8% 13% 10% 15% 20% 3% 4%

Take your computer back to the place you

3% 1% 6% 1% 11% 1% 1% 1% 6% 1% 6% 2% 3% 4% 1% 0% 2%
bought it

None of these 17% 22% 8% 26% 9% 24% 17% 16% 14% 26% 10% 14% 18% 14% 12% 22% 25%

Q16. In the future, if you received this type of unsolicited contact, which of the following would you do? Please select all that apply.
 Government regulators and consumer protection agencies are
generally viewed as having responsibility to protect consumers

Greatest responsibility to protect consumers

ALL AU BR CA CO FI FR DE IN JP MX NL SG ES CH UK US

Consumer protection agencies 23% 25% 39% 24% 42% 19% 17% 19% 19% 15% 31% 12% 13% 22% 21% 21% 27%

Government regulators in your country 20% 26% 12% 22% 13% 8% 24% 23% 23% 9% 18% 20% 29% 24% 19% 25% 20%

Government regulators in the country from which

14% 17% 10% 13% 10% 8% 14% 13% 19% 13% 14% 11% 18% 18% 14% 20% 15%
the scam originates

Reputable companies the scammers claim to

13% 12% 15% 11% 20% 7% 15% 5% 13% 16% 18% 10% 15% 12% 9% 11% 13%
represent

Law enforcement in the country from which the

12% 9% 10% 12% 6% 24% 11% 15% 11% 15% 8% 16% 9% 11% 17% 12% 11%
scam originates

Law enforcement in your country 11% 6% 9% 9% 6% 26% 12% 17% 7% 13% 6% 23% 9% 9% 14% 5% 8%

None of these 7% 5% 5% 9% 3% 7% 7% 9% 8% 19% 5% 8% 7% 4% 6% 6% 6%

Base: Total.
Q18. In your opinion, which one has the GREATEST responsibility to protect consumers?
 Search engines and company websites are top resources for tech
support scams information
Sources used for tech support
All AU BR CA CO FI FR DE IN JP MX NL SG ES CH UK US

Search engines 43% 46% 39% 39% 30% 50% 49% 47% 38% 43% 36% 44% 47% 43% 46% 53% 43%

Company websites 33% 31% 44% 28% 48% 35% 17% 33% 37% 21% 46% 20% 37% 30% 32% 31% 37%

Online forums/blogs 25% 24% 23% 21% 22% 24% 29% 25% 33% 6% 24% 23% 32% 32% 28% 27% 26%
Social networking sites (LinkedIn, Facebook,
23% 21% 29% 21% 33% 20% 18% 15% 40% 14% 31% 17% 29% 23% 24% 16% 16%
Twitter)
Websites of membership organizations (such as
19% 15% 29% 15% 48% 14% 17% 13% 27% 4% 25% 37% 14% 10% 15% 9% 19%
AARP)
Local news (TV/radio) 19% 18% 23% 20% 25% 18% 12% 23% 21% 21% 20% 13% 22% 20% 21% 10% 18%
Computer or electronics -focused
16% 10% 21% 11% 25% 15% 10% 21% 30% 10% 21% 10% 15% 19% 17% 8% 15%
magazine/newspaper
Email 16% 17% 20% 15% 24% 13% 10% 14% 31% 10% 19% 12% 18% 12% 16% 6% 16%

Traditional magazine/newspaper 10% 8% 14% 6% 12% 11% 6% 10% 15% 10% 9% 5% 10% 9% 11% 5% 9%

Webcasts 6% 4% 6% 5% 8% 6% 12% 2% 14% 6% 8% 4% 8% 4% 8% 1% 6%

Others 3% 4% 3% 4% 1% 4% 3% 2% 0% 1% 1% 4% 1% 3% 4% 5% 4%

None of these 13% 16% 6% 19% 4% 12% 16% 15% 7% 26% 6% 14% 11% 10% 12% 19% 15%

Base: Total
Q19. Which, if any, of the sources below would you use for information related to technical support scams like the ones we’ve been discussing? Please select all that apply.
Country snapshots
 Country snapshot: Australia
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
46% 2018 2021 6% 9%
45% 43% Continued - Australia Global
41%
40% 12% 10% lost money
39% 77%
36% 76% 68% 69%
34% (+1)
70% 68% (-) (-9)
Continued - (-6)
52% 49%
didn't lose
money
Ignored
30% 32%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2018 2021 * Base: Those who continued with computer related scam
call or window email website
** Base: Those who continued with any scam interaction

Likely to trust unsolicited contact Type of scam interaction by generation & gender
12% 12% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
55%
48% 49% 48%46%
44% 46% 45% 45%
Very/somewhat 41% 39% 41% 42%
38%39% 38%39% 38% 37%
likely 33% 32% 32%
88% 88% Very/somewhat
29%
26%
unlikely

2018 2021 Gen Z Millennial Gen X Boomer Male Female

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Brazil
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
2018 2021 5% 7%
53% Continued - Brazil Global
51% 19% 22% lost money 72% 76%
43% 44%
43% 71% 69%
(+2) (-)
37% 67% 70%
(-11) (-9)
Continued -
43% 40% didn't lose
16%
16% money
Ignored
33% 30%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2018 2021 * Base: Those who continued with computer related scam
call or window email website
** Base: Those who continued with any scam interaction

Likely to trust unsolicited contact Type of scam interaction by generation & gender
Unsolicited call Pop-up ad or window Unsolicted email Website redirect
23%
35% 54% 55% 53% 54%
51%
47% 45% 45%
Very/somewhat 42% 44% 42%
41% 40%
likely 37% 35%33% 35%
32%
77% Very/somewhat
65% 21% 20%
unlikely 16% 15% 14% 13%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Canada
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
2018 2021 3% 6% Continued - Canada Global
14% 10%
48% lost money 74% 76%
42% 41% 69% 69%
37% 39% 40% (+6) (-) (-9)
36% 34% 68% 65% (-12)
51% 49% Continued -
didn't lose
money
Ignored
32% 35%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2018 2021 * Base: Those who continued with computer related scam
call or window email website
** Base: Those who continued with any scam interaction

Likely to trust unsolicited contact Type of scam interaction by generation & gender
13% 10% Unsolicited call Pop-up ad or window Unsolicted email Website redirect

48%
45%43% 45% 45%46%
Very/somewhat 43%
39%37%37% 40% 38% 38%37%
likely 35%
33% 34%
36% 35% 35%
33%
90% 32% 31%
87% Very/somewhat
30%

unlikely

2018 2021 Gen Z Millennial Gen X Boomer Male Female

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Colombia
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
6% Continued - Colombia Global
46% 12% 76%
lost money 69%
37% 75% (-)
(-9)
32% 63% 60%
45% Continued -
didn't lose
16% money
Ignored
37%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2021 * Base: Those who continued with computer related scam
call or window email website
** Base: Those who continued with any scam interaction

Likely to trust unsolicited contact Type of scam interaction by generation & gender
Unsolicited call Pop-up ad or window Unsolicted email Website redirect
19%
50% 49%
46% 45%
Very/somewhat 39%
44% 42%
39%
likely 34% 35%
32%
35% 35%
31% 29%
81% 28% 28%
Very/somewhat
21%
unlikely 19% 20%
13% 14% 14%
11%

2021 Gen Z Millennial Gen X Boomer Male Female

* New market in 2021 This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Finland
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
3% Continued - Finland Global
9%
31% lost money 69%
25% 50% (-9)
38% 61%
21% Continued -
16% didn't lose
money
50% Ignored

Level of stress (Severe/Moderate)**

Unsolicited Pop-up ad Unsolicited Redirect to No scams
2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
7% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
41%
38%
35%
Very/somewhat 31%
28% 29%
likely 26%27% 26% 26%
93% 24% 23% 22% 21% 21% 21%
Very/somewhat 19%
17%
20%
17%
20%
17%
unlikely 12%
11%

2021 Gen Z Millennial Gen X Boomer Male Female

*New market in 2021
Time spent checking/repairing computer not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: France
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
47% 2018 2021 4% 5% Continued -
11% 7% France Global
lost money
35% 35% 35% 67% 69%
34% 61% 54%
42% (-10) (-9)
27% 45% Continued -
didn't lose
17%
15% money
Ignored
39% 46%
Level of stress (Severe/Moderate)**
Unsolicited Pop-up ad Unsolicited Redirect to No scams
2018 2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
13% 9% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
47%
44%
40%39%
38%
Very/somewhat 34% 34%35%
36%34%
likely 30% 30% 31%32%
27% 26%
87% 91% 24%
Very/somewhat 23%
20%
18% 18%
unlikely
11% 13% 12%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

Time spent checking/repairing computer not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Germany
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
2018 2021 5% 4%
36% 35% 9% 6% Continued - Germany Global
30% lost money
47% 72% 69%
27% 55% 38% (-8)
23% 40% (-9)
22% Continued -
19%
17% didn't lose
money
53% Ignored
45%
Level of stress (Severe/Moderate)**
Unsolicited Pop-up ad Unsolicited Redirect to No scams
2018 2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
13% 8% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
37%
33%
30% 32% 30%
Very/somewhat 27% 28% 27% 28%
25%
likely 23% 22% 24% 23% 24% 23%
87% 92% 21%
19% 20%
Very/somewhat 18% 18% 16% 16%
15%
unlikely

2018 2021 Gen Z Millennial Gen X Boomer Male Female

Time spent checking/repairing computer not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: India
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
56% 2018 2021
14% Continued -
51% India Global
49%
48% 31% lost money
44%
42% 82%
26% 76% 77% 69%
70% 69% (+1) (-) (-6)
31% 17% Continued - (-9)
23% didn't lose
30% 21% money
Ignored
30% 31%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2018 2021 * Base: Those who continued with computer related scam
call or window email website
** Base: Those who continued with any scam interaction

Likely to trust unsolicited contact Type of scam interaction by generation & gender
Unsolicited call Pop-up ad or window Unsolicted email Website redirect
32% 54%
47% 53% 52% 53%
49% 50%
46% 46% 46%45% 48%
Very/somewhat 44% 43%
likely 36% 37%
35% 35%
32% 31% 30%
Very/somewhat 27%
23%
27%
68% unlikely
53% 16%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Japan
Type of scam interaction Actions taken
2018 2021 2%
5% 3%
1%
30% 29%
36% 24% Continued - lost money
30%
20% Continued - didn't lose
18% 18%
16% 15% money
71% Ignored
7% 64%
5%
No scams

Unsolicited call Pop-up ad or Unsolicited email Redirect to website

2018 2021
window

Likely to trust unsolicited contact Type of scam interaction by generation & gender
11% 13% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
33%

24%
Very/somewhat likely 22%
19% 19% 20%
89% 18% 17% 18%
87% Very/somewhat unlikely 15% 16%
17%
16%
14% 14%
14%
10% 11% 10%
9% 8%
5%
1% 2%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

Non-monetary impact not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Mexico
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
2018 2021 8% 9% Continued -
61% Mexico Global
53% 20% 14% lost money
49% 83% 76%
42% 65% (-) 68% 69%
40% 74% Continued - (-) (-9)
34% 42% (-12)
46% didn't lose
19% money
18%
Ignored
35%
26%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2018 2021 * Base: Those who continued with computer related scam
call or window email website
** Base: Those who continued with any scam interaction

Likely to trust unsolicited contact Type of scam interaction by generation & gender
Unsolicited call Pop-up ad or window Unsolicted email Website redirect
19% 18%
59%
52% 52%
Very/somewhat 46% 46%
44%
likely 42% 42%
38%
35% 37%37% 35%32% 35%
81% 82% Very/somewhat 29% 30%
26%
unlikely 19% 21% 22% 21%
17%
8%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Netherlands
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
6% Continued -
34% 5% Netherlands Global
lost money
52% 69%
24% 41%
21% Continued - 76% (-9)
didn't lose
15%
money
48% Ignored

Level of stress (Severe/Moderate)**

Unsolicited Pop-up ad Unsolicited Redirect to No scams
2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
10% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
42%
40%
36%36% 37%
34%
Very/somewhat 29% 29% 28% 29% 29%28%
likely 27%
90% 23%
21%
Very/somewhat 20% 19% 18% 19% 19%
unlikely 12%
15%
11%
6%

2021 Gen Z Millennial Gen X Boomer Male Female

*New market in 2021
Time spent checking/repairing computer not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Singapore
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
2018 2021 4% 5%
44% 11% 9% Continued - Singapore Global
43%
lost money
36%
35% 37% 66% 69%
34% 34% 58% 62%
(-15) (-9)
43% 49% Continued -
19% didn't lose
money
Ignored
42% 38%
Level of stress (Severe/Moderate)**
Unsolicited Pop-up ad Unsolicited Redirect to No scams
2018 2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
9% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
16%

48% 49%
45% 44%
Very/somewhat 40%
42% 40% 42%
39%
38% 39%
likely 33% 34% 35% 34%
36%

84% 91% 30% 30% 28%

31%30%
Very/somewhat 27%
22%
unlikely 18%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

Time spent checking/repairing computer not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Spain
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
45% 6% Continued -
8% Spain Global
39% lost money
33% 76% 69%
65% 80%
52% Continued - (-) 74% (-9)
20% didn't lose
money
Ignored
35%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
10% Unsolicited call Pop-up ad or window Unsolicted email Website redirect

59%
52%
Very/somewhat 47% 46%
50%
47%
likely 39% 40% 38%37% 40% 39%
90% 37% 36%
Very/somewhat 31% 31%
27%
26% 25% 25% 25%
unlikely
17% 18% 15%

2021 Gen Z Millennial Gen X Boomer Male Female

*New market in 2021
Time spent checking/repairing computer not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: Switzerland
Type of scam interaction Actions taken
2018 2021
43% 10% 4%
6%
37% 36% Continued - lost money
34% 12%
29% 63% 53%
26% 26% 44%
21% 41% Continued - didn't lose
money
Ignored
47%
37%
No scams
Unsolicited call Pop-up ad or Unsolicited email Redirect to website
window 2018 2021

Likely to trust unsolicited contact Type of scam interaction by generation & gender
6% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
16%
45% 44%
40% 39%
34% 35%
32% 33%
Very/somewhat likely 28%
27%
94% 24% 24%
26% 26%
26% 25%
84% Very/somewhat unlikely 22% 20%
23% 24% 23%
20% 20%
16%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

Non-monetary impact not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: UK
Type of scam interaction Actions taken
2018 2021
6% 1%
7%
39% 40% 37% 11%
36% 35% Continued - lost money
31%
63% 60%
25% 52%
46% Continued - didn't lose
19% money
Ignored

37% 40%
No scams
Unsolicited call Pop-up ad or Unsolicited email Redirect to website
window 2018 2021

Likely to trust unsolicited contact Type of scam interaction by generation & gender
3% Unsolicited call Pop-up ad or window Unsolicted email Website redirect
13%
54%

43%
39% 38%
Very/somewhat likely 36% 36% 37%
97% 33% 32% 34%
31%
87% Very/somewhat unlikely 27%25%
30%
27%
24% 25% 23%
21% 20% 21%
17% 16% 17%

2018 2021 Gen Z Millennial Gen X Boomer Male Female

Non-monetary impact not shown due to low sample size This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
 Country snapshot: USA
Type of scam interaction Actions taken Non-monetary impact (+/- vs. 2018)
2018 2021 6% 10% Continued - USA Global
50% 12% 8% lost money
43% 41% 41% 77%
40% 37% 76% 69% 69%
37% 35% 67% 67% (+1)
Continued - (-) (-8) (-9)
49% 49%
didn't lose
money
Ignored
33% 33%
Spent time Level of stress
Unsolicited Pop-up ad Unsolicited Redirect to No scams checking/repairing PC* (Severe/Moderate)**
2018 2021 ** Base: Those who continued with any scam interaction
call or window email website

Likely to trust unsolicited contact Type of scam interaction by generation & gender
13% 13% Unsolicited call Pop-up ad or window Unsolicted email Website redirect

50%
47%
Very/somewhat 44%43% 44%46%44% 45%
38% 38%38% 39% 41%
36%37% 37% 38%
likely 33% 34% 32% 35%37%
87% 87% Very/somewhat 29% 30%

unlikely

2018 2021 Gen Z Millennial Gen X Boomer Male Female

This report is shared by YouGov and Microsoft under mutual agreement. Any reproduction of figures or statements must by approved by YouGov and Microsoft.
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